Senior Enterprise CX Leader: Trusted Exec Advisor

NAVEX; Charlotte (NC); Hybrid; USD 104,000 - 127,000; Full time

Benefits offered by this job

Competitive pay

MBO plan

Equal opportunity employer

Job summary

NAVEX is seeking an Enterprise Senior Customer Experience Manager to deliver highly personalized, strategic experiences for its most important enterprise customers. You will manage a focused portfolio, act as a trusted advisor to executives, drive product adoption, and ensure long-term partnership success across cross-functional teams.

This hybrid role emphasizes lifecycle management, ongoing value realization, and proactive engagement to anticipate needs and mitigate risks, with growth

Qualifications

• 8+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• Proven ability to improve retention, expansion, and global CX performance.
• Expertise in data-driven CX, customer health, and lifecycle analytics.
• Strong executive communication and cross-functional influence skills.
• Culture Agility. Comfort in a fast-paced, candid environment that values innovation and follow-through.
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate outcomes.
• Fuel performance and outcomes. Leverage NAVEX’s core values.

Responsibilities

• Own the experience for a portfolio of strategic enterprise customers, ensuring consistent engagement and measurable value realization
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations
• Guide enterprise customers through the full lifecycle including onboarding, adoption, optimization, renewal, and expansion readiness
• Serve as the central point of coordination across sales, product, services, support and leadership teams
• Lead internal account strategy discussions to ensure alignment of engagement plans, risk mitigation, and growth opportunities
• Capture and communicate voice-of-the-customer insights to influence product roadmap discussions and operational improvements
• Monitor customer health indicators including adoption, engagement, satisfaction, and business outcome achievement
• Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and industry speaking opportunities
• Drive proactive engagement using customer insights, telemetry, and lifecycle analytics to anticipate customer needs and address risks early

Skills

Customer Success

Executive Communication

Cross-functional Influence

Lifecycle Analytics

AI Readiness

Culture Agility

Data-driven CX

Job description

NAVEX is seeking an Enterprise Senior Customer Experience Manager to deliver highly personalized, strategic experiences for its most important enterprise customers. You will manage a focused portfolio, act as a trusted advisor to executives, drive product adoption, and ensure long-term partnership success across cross-functional teams.

This hybrid role emphasizes lifecycle management, ongoing value realization, and proactive engagement to anticipate needs and mitigate risks, with growth